U. A. Durr Complaint - Can You Trust Your Home Warranty?
When buying a new home, sellers often offer the buyer a home warranty to put the deal over the top. But what do buyers really know about the home warranty that will be covering their new dream home.
Home owners across the nation depend on U. A. Durr Home Warranties to provide quality and dependable services. But what do homeowners really get, when they depend on services provided by U. A. Durr?
Quick response time, friendly customer service, and a willingness to help the customer. These are a few things that you will not find with U. A. Durr.
On Labor Day 2007, our hot water heater broke down and flooded our basement. Less than a week later, our dishwasher broke down as well. We thought we were covered by our home warranty, U. A. Durr, but we were wrong. We tried all day on Labor Day to get in touch with U. A. Durr to discuss our hot water heater. With no luck of reaching anyone, or having anyone return our calls, we made an executive decision that would later come back to haunt us.
We felt as if the hot water heater was a necessity for a house hold, so we decided to go ahead and replace it ourselves on Labor Day. As for the dishwasher, we did not feel as if it was a necessity for a house hold, so to this day we are still washing all dishes by hand.
Since our hot water heat broke, my husband, my realtor, and I have been calling U. A. Durr several times, and leaving several messages. All voice mails that we get state to leave you name and message and the person will call you back that day. This was only accomplished one time. I still have not heard back from at least two people that I left multiple messages with. Are these people on a two month vacation?
The people that we did speak with, showed no customer service skills whatsoever. They continued to place the blame on someone else, primarily us, the customer. One employee even told us that we would be reimbursed for our expenses to the hot water heater. This employee then instructed us to fax the receipts over and they would start the process for our reimbursement. Once we faxed the receipts, we then received a phone call from different employee at U. A. Durr stating that they have never heard of our case and we were not getting any money back. This employee then continued to explain to us why this was all our fault because we did not contact them and receive approval before our purchase.
Shocked and amazed at what the U. A. Durr employee was telling us, my husband and I could not understand why we could not get any money back even though we tried to contact them several times before deciding to fix the hot water heater ourselves. The employee continued to tell us that all the information was stated clearly in our policy.
We informed this employee that we never received a policy and only got the customer service number from the internet. Well, then the terms and conditions are stated on the internet, the employee informed us. So, after having yet another brain stimulating conversation with a U. A. Durr employee, I began my search on the internet for the terms and conditions.
Sure enough, I found the terms and conditions. They were listed under the “apply for a new policy” link. I must admit, this was not the first place I would have looked for an existing customer’s terms and conditions. But there it was stated in black text, in a tucked away page on the internet, that we are required to have approval before any repairs and replacements. But then I kept on readying and noticed another statement. “We are available 24 hours a day, 365 days a year.” This was shocking to me, since we called on a holiday and no one answered and no one returned our calls.
So, this makes me wonder, does U. A. Durr just get to pick and choose which parts of the terms and conditions they which to uphold and honor? It only seems far that if U. A. Durr requires approval prior to repair and replacement, as stated in the terms and conditions, then someone should be available 24 hours a day 365 days a year, also as stated in the terms and conditions.
Another statement was noted on the U. A. Durr website, “Best of all, from the home owner’s standpoint, if something goes wrong, he has U.A. Durr to make it right.” Yes, U. A. Durr will always make it right according to them, but the customer will never be right.
As my husband and I are still playing a not-so-friendly game of phone tag with U. A. Durr, we have noted that the final decision on our hot water heater is that we will receive no money. And as for the dishwasher, we are scheduled to receive a “U. A. Durr fair market value”, but we are not holding our breath.